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Customer Support Team Lead

2 months ago

Leeds, Leeds, United Kingdom Fruition IT Full time £35,000
Customer Support Manager

Fruition IT is seeking a skilled Customer Support Manager to join a well-established tech-first business embarking on a complete technical transformation.

The ideal candidate will champion the customer experience, lead a team of technical support specialists, and drive continuous improvement to boost efficiency and customer satisfaction.

Key Responsibilities:
  • Own and champion the customer experience/support domain
  • Lead and manage a team of technical support engineers, providing guidance and support to ensure high-quality service delivery
  • Drive the implementation and evolution of customer tools, enabling self-service options for customers
  • Understand customer challenges, identify trends in support issues, and proactively offer solutions to prevent recurring problems
  • Oversee service desk operations, ensuring timely response and resolution of customer support tickets
  • Foster a culture of continuous improvement and customer-centricity within the technical support team
Key Requirements:
  • Proven success in leading technical support teams as an experienced customer support manager
  • Strong experience with trend analysis
  • Excellent leadership and communication skills
  • Proven experience with Jira Service Management
  • Proficiency in ITIL processes and best practices, with hands-on experience in service desk management preferred
  • Proven experience in customer-facing roles, with a strong ability to deliver exceptional customer service
  • Strong problem-solving skills with an initiative for improvement